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Portal Views for non analysts?

Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

We are a shop of roughly 15k users and currently about 1k portal analysts. We frequently get the request to allow staff that do not have analyst permissions (just end users that can currently create incidents/requests via request offerings) the ability to view full ticket details for tickets where they are not the affected user.

Is there a way to accomplish this without granting them full 'analyst' access? In our environment all analysts can see/modify all tickets, a Support Group queue is also built for them where work can be assigned.

Possibly a custom view?

Just looking for options. Thanks in advance.

Best Answers

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Accepted Answer

    @Jason_Meyer - First of all, you will need to ensure these non-analyst users have permission to read the work items in question via security roles in SCSM. Then, to view the work items in the portal, I would recommend creating a saved search and giving them access to it via Navigation Settings.

    You could also use Team Requests for them to view other users' work items. If you configure a single group in Admin Settings -> Group Settings, you could add users to that group as necessary and members of that group could use Team Requests to see work items.

  • Geoff_RossGeoff_Ross Cireson Consultant Super IT Monkey ✭✭✭✭✭
    Accepted Answer

    @Jason_Meyer

    In addition to @Justin_Workman thoughts here, you might also want to assign them a form using the Group Form settings. By default anyone in the 'Analysts' role will get the Default form and anyone else will get the DefaultEndUser form. (Look in your Incident.js to see what I mean if you don't know). This is how an End User sees less fields than an Analyst when looking at the same IR.

    If you want this 'Power Users' to see extra fields when they open the Work Items in question, you will need to assign them the Default form or perhaps make them a SuperUser form which shows more fields but maybe they are all disabled (for example).

    Geoff

Answers

  • Justin_WorkmanJustin_Workman Cireson Support Super IT Monkey ✭✭✭✭✭
    Accepted Answer

    @Jason_Meyer - First of all, you will need to ensure these non-analyst users have permission to read the work items in question via security roles in SCSM. Then, to view the work items in the portal, I would recommend creating a saved search and giving them access to it via Navigation Settings.

    You could also use Team Requests for them to view other users' work items. If you configure a single group in Admin Settings -> Group Settings, you could add users to that group as necessary and members of that group could use Team Requests to see work items.

  • Geoff_RossGeoff_Ross Cireson Consultant Super IT Monkey ✭✭✭✭✭
    Accepted Answer

    @Jason_Meyer

    In addition to @Justin_Workman thoughts here, you might also want to assign them a form using the Group Form settings. By default anyone in the 'Analysts' role will get the Default form and anyone else will get the DefaultEndUser form. (Look in your Incident.js to see what I mean if you don't know). This is how an End User sees less fields than an Analyst when looking at the same IR.

    If you want this 'Power Users' to see extra fields when they open the Work Items in question, you will need to assign them the Default form or perhaps make them a SuperUser form which shows more fields but maybe they are all disabled (for example).

    Geoff

  • Jason_MeyerJason_Meyer Customer Advanced IT Monkey ✭✭✭

    Thanks Justin and Geoff, much appreciated.

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